Interaction Comments

Important

This content may not be the latest Genesys Engage cloud content. To find the latest content, go to Recording in Genesys Engage cloud.

Comments enable you to add a remark about a thought you have regarding a specific interaction. 

A comment can be added:

• At a specific time above the audio wave. When a comment is associated with a specific time in the interaction, it also appears in the transcript at the same time.
• In the transcript alone.  When a comment is specifically added to the transcript, it is not associated with a specific time in the interaction.

Important

Comments include a timestamp of the time and date the comment was made/last edited.

 

Interaction comments enable you to:

• View a comment(s).
• Search for a comment.
• Add a comment to an audio interaction.
• Add a comment to a text interaction.
• Edit an existing comment.

There are three types of comments:

• Good : Indicates a positive comment.
• Bad : Indicates a negative comment.
• Neutral : Indicates an unbiased comment.

View a comment in an interaction

1.  Hover over the comment in the Media Player or the transcript . The comment appears in a pop up window.

Search for a comment in an interaction

1. Select Explore > Search.
2. Play back the interaction in which you want to view a comment.
3. Click the Transcript icon  to view the interaction transcript.  
4. Type a word in the Search field above the Comments and Events list in the right side of the screen. The list is filtered according to what you typed in the field.

Add a comment to an audio interaction

1. Select Explore > Search.
2. Play back the interaction to which you want to add a comment.
3. Click the Add Comment icon  above the Comments and Events list.
4. In the Time field, set a time to add the comment at a specific time during the interaction.
   Important

   The time in the Time field is automatically set to the time associated with the location of the cursor on the audio graph.
5. Enter your comment in the field provided.
6. Select one of the following:
   • Good : Indicates a positive comment.
   • Bad : Indicates a negative comment.
   • Neutral : Indicates an unbiased comment.
7. Click Add to add the comment to the interaction.

Important

You can also add a comment from within the transcript itself. Double-click the term(s) to which you want to add the comment and click the Add Comment icon in the tool tip that appears. To add the comment, follow the steps described in this section.

Add a comment to an text interaction

1. Select Explore > Search.
2. Click the Play icon next to the interaction to which you want to add the comment.
3. Click the Add Comment icon  above the Comments and Events list.
4. Enter your comment in the field provided.
5. Select one of the following:
   • Good : Indicates a positive comment.
   • Bad : Indicates a negative comment.
   • Neutral : Indicates an unbiased comment.
6. Click Add to add the comment to the interaction.

Important

When adding a comment to a Chat interaction, you can add the comment from within the transcript itself to a specific time. Double-click the term(s) to which you want to add the comment and click the Add Comment icon in the tool tip that appears. To add the comment, enter your comment and time in the Enter Comment and Time fields and click Add. The comment is added in-line.

Edit an existing comment

1. Click the comment icon associated with the comment you want to edit either from the Media Player or from the transcript.
2. Modify the comment as required.
3. If necessary change the comments sentiment (good, bad, neutral).
4. Click Apply to modify the comment. The comment is added in-line.